Duties and Responsibilities of Reservation Staff

Handle reservation requests through phone calls, emails, websites, and walk-in inquiries.

Check availability of rooms, seats, tables, or services and provide accurate information to customers.

Create, modify, and cancel reservations in the reservation system.

Confirm bookings and send confirmation details to customers.

Maintain accurate customer and reservation records.

Answer customer inquiries regarding rates, schedules, facilities, policies, and special offers.

Process deposits, payments, or booking guarantees when required.

Coordinate with relevant departments (front office, housekeeping, sales, operations, etc.) to ensure smooth service delivery.

Monitor reservation status and follow up on pending bookings.

Handle customer complaints and resolve reservation-related issues professionally.

Prepare daily, weekly, or monthly reservation reports.

Promote and upsell additional services, packages, upgrades, or special promotions.

Ensure compliance with company policies and reservation procedures.

Maintain confidentiality of customer information and company records.

Provide excellent customer service to ensure customer satisfaction and repeat business.

Key Skills Required

Communication and customer service skills

Attention to detail and accuracy

Computer and reservation system proficiency

Organizational and time-management skills

Problem-solving abilities

Ability to work under pressure and multitask

Teamwork and coordination skills